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Real Time Analyst
1 week ago
With clients spanning across the Pacific, Asia and North America, we're no stranger to thinking big and working with innovative minds to achieve great success.
We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos.
At Probe, expect to think differently, challenge the norm and find your purpose.
The Real Time Analyst is responsible for the input and monitoring of schedules (real time) for the smooth operation of the contact centre, in order to consistently meet SLAs.
Key Details:
- Monday to Sunday | 8am 8pm (rotating roster)
- Full Time | Contracted until 30/06/2023 with possibility of extension
- Melbourne CBD | Flexible WFH arrangementsKey Responsibilities:
- Management of published schedules for Day of Operations
- Intra
- day re
- forecast optimisation
- Intra
- day management of shrinkage allowances
- Exception handling of schedules on Day of Operations
- Accountability for adherence/occupancy targets
- Updating and maintaining accurate schedule data
- Real time management of supply and demand variation factors
- Sick leave and adherence management comprising of administration, schedule optimisation and reporting
- Assess shrinkage factors and use effectively in all aspects of call centre operation for day of operations
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